Design Connect Specialist Supervisor - Remote
Position Purpose: The DCx Specialist Supervisor is responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of 10-20 specialist associates. Leads and coaches assigned team in a manner that assures quality customer interaction, builds, and retains customer relationships and is committed to the timely delivery of... company products and services. Contributes to the overall success and profitability of the contact center by ensuring that assigned team meets and/or exceeds department goals and objectives. Key Responsibilities: 30% - Customer Focus - Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operational problems, and completes team reports as required. Serves as point of escalation for transactions requiring advance expertise or discernment to resolve complex customer issues and ensure timely follow up and customer satisfaction. Works with DCx Sales Specialist Supervisors to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnerships. Directly implements changes as needed. Answers front line customer inquiries as needed during peak or critical times. Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. 20% - Development - Provides hands on daily coaching to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports. Supports the building and developing of an effective and high-performance team. Leads and directs in a manner that inspires employees, galvanizes associate engagement, and produces desired business outcomes. 50% - Sales - Directly organizes and supervises day-to-day operations and activities of a virtual team to achieve key performance goals. Ensuring customer transactions are addressed in a timely and accurate manner; monitoring associate productivity and service levels for quality; efficient allocation of resources; managing daily phone/text/email/qualification coverage, schedule adherence and attendance and managing change. Direct Manager/Direct Reports: This position reports to the Design Connect Specialist Mgr This position has 20 direct reports Travel Requirements: Typically requires overnight travel less than 10% of the time. Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles. Working Conditions: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Minimum Qualifications: Must be 18 years of age or older. Must be legally permitted to work in the United States. Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates Preferred Qualifications: Working knowledge of Microsoft Office Suite Demonstrated ability to collaborate and work effectively with cross-functional teams Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers Excellent written and verbal communication skills Demonstrated ability to grasp technical and complex concepts and clearly explain these to subordinates and internal and external customers Minimum Education: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. Preferred Education: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. Minimum Years of Work Experience: 3 Preferred Years of Work Experience: 3 Minimum Leadership Experience: 3+ years of previous leadership experience Preferred Leadership Experience: 3+ years of previous leadership experience Certifications: None Competencies: Decision Quality Drives Vision and Purpose Collaborates Drives Engagement Ensures Accountability Manages Complexity Plans and Aligns Communicates Effectively Customer Focus Develops Talent Drives Results Financial Acumen Manages Conflict Strategic Mindset Apply Job!